JPMorgan Service Design Vice President - Card Servicing 

United States, Delaware, Wilmington 

137693848

You will be at the forefront on forging transformative partnerships with top-tier global brands, creating innovative co-brand card solutions that drive commerce and deliver unparalleled rewards. In addition, you will be responsible for helping to set a vision and develop Card services that boost our efficiency and effectiveness with our global brand partners.

Job responsibilities

• Develop and implement a comprehensive service strategy to focus on direct and indirect experiences and align business objectives and customer experience enhancement across multiple products and platforms

• Lead cross-functional teams to create storyboards, service blueprints, and research to identify pain points, opportunities for improvement, and champion innovation in products and features of moderate complexity

• Design service blueprints and document processes and touchpoints and incorporate inclusive design principles for seamless, personalized, and accessible experiences

• Create experience maps and service prototypes to illustrate customer journeys, with an iterative mindset for continuous refinement

• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, inform prioritization, and develop experience-led metrics to align business goals

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences

• Proven record in innovative service design projects, including journey mapping, service blueprinting, and storyboarding

• Demonstrated expertise in creating direct and indirect experiences for diverse users

• Ability to work in cross-functional teams, facilitate collaboration, and encourage consensus toward common goals and objectives

• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts

Preferred qualifications, capabilities, and skills

• Design leadership or managerial experience

• Navigate complex organizational dynamics

• Great stakeholder management

• Drive and lead workshops with business partners and cross functional teams.